This thesis was made for Vasa Elektriska Ab. The subject of the research is to find out how customers have experienced the process of changing electricity supplier and why they have decided to do so. The topic is current because the competition on the electricity market has been discussed in the media and the number of Finns who expose their electricity contract to competition is ever increasing. The purpose of the thesis was to examine how customers who have made their electricity contract through Vasa Elektriska’s website have experienced the quality of the services the company offers. It was also of interest to investigate how the customers have come across the company and the reasons why they have chosen it as their electricity supplier. The theory part consists of service quality, service marketing, consumer behaviour and relationship marketing. The empirical part was accomplished as a quantitative survey. A questionnaire consisting of 14 multiple choice, and 4 open questions was sent to 500 of the company’s new customers. A space for clarification of the answer was presented in 8 of the multiple choice questions mainly to ensure more accurate information. A lottery was arranged among the respondents and 3 gift certificates were raffled amongst the respondents. 257 questionnaires were returned. The result shows that the perceived service quality is high and that the customers are very pleased with the way Vasa Elektriska has handled the exchange process. It also reveals that the majority of the customers have come across Vasa Elektriska through price comparisons on the Internet, and that the price of the electricity is the deciding factor why the customers have chosen Vasa Elektriska instead of its competitors.